IT Service Management - Incident Management

24 Questions | By Westpac | Last updated: Mar 20, 2022 | Total Attempts: 72

Questions

Settings

Create your own Quiz

The following ITSM Quiz has been designed to aid your training experience. � The questions are based around the Incident Management Remedy Module.

Questions and Answers

1.

Is there anything you would like to change in this training? Was there anything you liked? Please tell us more.
2.

1. Select the correct 5 Key Incident Management Roles:
- A.
  
  Customer (user)/Event Management, Service Desk, Resolver Group, Specialist and Project Manager
- B.
  
  Customer (user)/Event Management, Service Desk, Resolver Group, Specialist and NOC
- C.
  
  Service Desk, Resolver Group, Conference and Catering, Specialist and NOC
- D.
  
  NOC, Help Desk, Service Desk, Project Manager and Specialist
3.

2. The Incident Management process consists of five discrete activities for handling requests from users, select the correct 5 Activities:
- A.
  
  Open, Review, Resolution and Recovery, Incident Closure, Close
- B.
  
  Open, Review, Resolution, Incident Closure, Close
- C.
  
  Identification and Recording, Investigation and Diagnosis, Resolution and Recovery, Incident Closure, Close
- D.
  
  Identification and recording, Investigation and Diagnosis, Resolution, Incident Closure, Close
4.

3. What is the Best Description of the Overview Console?
- A.
  
  Primary interface for support teams, providing links to procedures such as creating an Incident
- B.
  
  Provides a primary single point of access to your ITSM applications
- C.
  
  Displays statistics, charts, and broadcasts messages related to service support
- D.
  
  Provides contact information of your company
5.

4. Which area of the Incident Console navigation pane allows you to determine the number of open, unassigned, and breached Incidents?
- A.
  
  Incidents Information
- B.
  
  Functions
- C.
  
  Defined Searches
- D.
  
  Incident Counts
6.

5. Which of the following interfaces provide the ability to access the Overview Console? (Select all that apply) a. Problem Management Console b. Incident Management Console c. IT Home Page d. CMDB Console
- A.
  
  A, b, c
- B.
  
  B, c
- C.
  
  A, c
- D.
  
  D only
7.

6. Which of the following functions can be performed using the Overview Console? a. You can add a person to the People database. b. You can create a variety of request types. c. You can view and manage a variety of request types. d. You can assign permissions to various users to access applications. e. You can access other Consoles.
- A.
  
  A, b
- B.
  
  B, c, e
- C.
  
  C, d, e
8.

7. The primary goal of the Incident Management Process is:
- A.
  
  To minimize the adverse impact of incidents and problems on the business
- B.
  
  To restore normal service operations as quickly as possible
- C.
  
  To help transform IT and drive business value
- D.
  
  To manage IT infrastructure and operations
9.

8. Which area of the Incident Console navigation pane provides access to the various ITSM applications that you can use based on your assigned roles?
- A.
  
  Consoles
- B.
  
  Incident Counts
- C.
  
  Broadcasts
- D.
  
  Functions
10.

9. Which area of the Incident Console navigation pane allows you to create, edit, save, and delete custom searches?
- A.
  
  Broadcasts
- B.
  
  Defined Searches
- C.
  
  Functions
- D.
  
  Custom Searches
11.

10. Which lists the first and last Incident record status values?
- A.
  
  Initiate, Closure
- B.
  
  Started, Finished
- C.
  
  Registered, Resolved
- D.
  
  Open, closed down
- E.
  
  New, Closed
12.

11. The first procedure in the Incident Management process is Register Incident. What is the second procedure?
- A.
  
  Incident Resolution
- B.
  
  Assign Incident
- C.
  
  Provide Initial Support
- D.
  
  Implementing Solution
- E.
  
  Close Incident
13.

12. What are the three primary steps involved in creating a new Incident? (Select the correct response.)
- A.
  
  1. Open new Incident, 2. Complete Incident creation fields, 3. Assign Incident
- B.
  
  1. Open new problem, 2. Complete problem fields, 3. Assign problem
- C.
  
  1. Assign Incident, 2. Open new Incident, 3. Complete problem fields
14.

13. Which of the following information is “Optional” when collecting information for creating an Incident? a. Customer Information b. Contact Information c. Incident Description d. Incident Type e. Impact and Urgency f. Operational Categorisation g. Product Categorisation h. Service i. CI
- A.
  
  A, b, d
- B.
  
  A, c, h
- C.
  
  B, f, g, h
- D.
  
  B, h, i
15.

14. When assigning an Incident, which assignment options are available? (select all that apply) a. Assignment to customer b. Assignment to selected support group and assignee c. Assignment to self d. Automatic Assignment e. Assignment to vendor f. Assignment to requester
- A.
  
  A, c, e, f
- B.
  
  B, c, d, e
- C.
  
  B, c, e
- D.
  
  C, f
16.

15. In an Incident, which tab displays who is currently assigned to the Incident?
- A.
  
  Relationships
- B.
  
  Work Detail
- C.
  
  Information
- D.
  
  Date/Time
17.

16. Routing rules are used for:
- A.
  
  Vendor assignments
- B.
  
  Assignments to self
- C.
  
  Customer assignments
- D.
  
  Auto-assignments
18.

17. Which search option allows you to use operators and keywords to perform customised searches?
- A.
  
  Watch List
- B.
  
  Incident Console header, Company and Group
- C.
  
  Defined Searches area, All Open by priority
- D.
  
  Advanced Search Bar
- E.
  
  Advanced Search from Advanced Functions area
19.

18. An Incident can be related to which of the following? (Select the single best answer) a. Solution database entry b. A release c. A known error d. Problem investigation e. Configuration item
- A.
  
  A, c, d
- B.
  
  C, d, e
- C.
  
  All of the above
20.

19. On the Incident form, which tab contains the Incident Owner field?
- A.
  
  Date/System tab
- B.
  
  Work Details tab
- C.
  
  Relationships tab
- D.
  
  Assignment tab
- E.
  
  Categorisations tab
21.

20. From the Incident, if you need to replace a computer system as part of the resolution, which of the following request types would you generate? (select the single best answer)
- A.
  
  Problem investigation
- B.
  
  Change
- C.
  
  Known error
- D.
  
  Another incident
- E.
  
  People entry
22.

Please tell us more about the training you have received. Please rate, how well the training you received prepared you in performing your daily duties?
- A.
  
  1 - Not at all
- B.
  
  2 - Basic
- C.
  
  3 - Good
- D.
  
  4 - Very Good
23.

How would you rate your trainer? (How did he/she communicate, share experience and interact with you through the virtual session?)
- A.
  
  1 - Poor
- B.
  
  2 - Average
- C.
  
  3 - Good
- D.
  
  4 - Very Good
24.

Virtual Training provides you flexibility in attending these sessions when most convenient. Does this type of Virtual Training suit your individual training needs?
- A.
  
  1 - No, I prefer Classroom based training
- B.
  
  2 - Not sure
- C.
  
  3 - Good
- D.
  
  4 - Very good - this is my prefered medium of training